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Guest Relations Officer - Central London

Royal Lancaster Hotel
Central London
£24,000 per annum + Bonus & Commission
Closing date
7 Apr 2023

Guest Relations Officer - Central London

Are you the type of person that gets out of bed on the right side every day? If so, we’d like you to come and join our happy team as Guest Relations Officer!

Here at Royal Lancaster London, our goal is to be the happiest hotel in London and it’s our people that deliver it with their fun and caring attitude. We are always on the lookout for development opportunities, and moments to grow while helping our colleagues reach their potential and opening the door to their next opportunity.

As a “We Always Care” employer, you will be provided with tailored development plans, training, and apprenticeship opportunities to develop your career!

Joining our independently owned and 5–star hotel as one of our Guest Relations Officer, you will help build a supportive and social place, where we can all be at our best while receiving the following happiness perks:

  • Service Charge from Room Revenue
  • Complimentary night stays for 2 
  • Employee discounts of up to 50% food & beverage and spa treatments across our sister properties (Landmark London and K West Hotel & Spa)
  • Employees and Friends & Family rates across our sister properties 
  • Complimentary meals on duty• Refer a friend bonus up to £200 per referral
  • Cycle to work & workplace pension schemes
  • Employee recognition schemes and Social Committee events including gala dinners and much more! 

Key Duties and Responsibilities

  • To provide a friendly and efficient welcome using guest names and information provided by a property management system.
  • To maintain control of the lobby during busy periods(i.e. early morning for departures and late afternoon/ evening for arrivals) and assist with “traffic management” to minimize delays.
  • To check and control all rooms allocated to VIP’s, Care and nominated guests are fully satisfied before arrival. All gifts are presented and displayed with an exemplary standard of excellence.
  • To check the arrival list and prepare each day a VIP list that discloses and highlights all nominated guests with constantly updated remarks, special requests, information, and feedback from these guests; provide Welcome letters/ cards to each VIP guest.
  • To support and assist Front Office Departments and help run the daily operation to ensure smooth operations is guaranteed.
  • To liaise and coordinate with other relevant departments to ensure notification of blockings, special requests, VIP amenities, and changes in due time ( use the Internet to gather all important information i.e. photos, preferences, facts, and distribute to relevant departments). 
  • To prepare the daily Guest Related Happiness report and reply back to guests' feedback.

All applicants must be legally eligible to work in the UK.


We’re more concerned with what’s in the glass not whether it’s half full or empty so come and pour some happiness into yours by joining our award winning family! 


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